Employment Opportunities

FT Lead Contact Center Service Specialist - Harrisburg

SUMMARY:
Assists the Supervisor in overseeing daily CC operations. Responsible for leading the team of his or her assigned shift to meet expectations and goals in accordance to AAACP policies and AAA Automotive Quality Standards. Including, but not limited to call receiving, dispatching, and maintaining above average member satisfaction levels.

Leads team.

Is proficient is both call receiving and dispatching skill competencies.

Serves as a role model to the CC staff and offers guidance to support team members in meeting job expectations.

Demonstrates a positive attitude and promotes a professional, courteous and safe work environment.

Leads the CC Staff in the absence of a Supervisor.

Attends meetings and training exercises as required.

Other job-related duties may be assigned.

Ensures positive customer experience with company.

Applying Club policies and procedures, proactively responds to the needs of the team and or members in order to provide the best possible service.

By serving as a ready resource, leads staff in achieving positive outcomes for members consistent with AAA Quality Standards.

Ensures good communications throughout all phases of the service delivery process and between all teams.

Ensures members are kept updated and informed of any changes associated with a service call to achieve KMI goals.

Achieves all business goals.

Provides feedback to the Supervisor needed to refine and improve daily operations.

Supports AAACP's training and development programs.

Ensures work areas are clean and office equipment is in proper working order.

Monitors the queue and alerts supervisor/OR and takes action to ensure AAACP's resources are used efficiently and effectively.

Supports the Supervisor to maintain quality control through remote and one on one staff observations providing pertinent procedural or policy updates to staff in order to enhance overall team performance.

EDUCATION and/or EXPERIENCE:
A High School Diploma or General Education Degree (GED) or an equivalent combination of education and experience. Previous customer service experience and or supervisory experience are desirable. Excellent customer service skills, interpersonal skills and communication skills, both written and verbal, and the ability to create reference materials, reports, and write business correspondence. Knowledge and experience in the use of software applications such as Microsoft Word, Excel, Outlook, and the Internet.

LANGUAGE SKILLSAbility to proficiently speak read and write the English language interpreting documents such as maps, safety and compliance rules, operating instructions, procedure manuals and spreadsheets; effectively communicate verbally one-on-one and present information or offer instruction to small groups. Bilingual abilities are helpful.

Schedule: Saturday – Wednesday – 2:30pm – 11:00pm

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

SUMMARY:
Responsible for the daily 24/7 operations of an assigned shift and coordination of activities between shifts within the Contact Center in accordance with AAACP policies and AAA Quality Standards. This includes, but is not limited to staffing needs, achieving sales and customer service goals. Responsible to fulfill all supervisory responsibilities including maintaining the security of confidential information, reports and forms.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Leads team.

Supervises assigned employees to meet job expectations.

Monitors daily activity using the Club's computer and telecomm systems.

Ensures that official records, reference materials and compliance materials are maintained and up to date.

Promotes and maintains a professional, courteous, ethical and safe work environment.

Ensures office facilities, work stations and equipment are clean and in proper working order.

Attends and/or conducts meetings and training exercises as required.

Performs all other job-related duties may be assigned.

Ensures positive customer experience with company.

Responds to and resolves member concerns applying Club policies and procedures, making occasional exceptions as needed.

Ensures effective communication throughout the company providing feedback as necessary.

Ensures members are updated and kept informed of any changes associated with a transaction.

Routinely evaluates service levels and staff schedules partnering with the Contact Center Manager as needed.

Ensures that the team is familiar with all programs, products and services offered by AAACP.

Achieves all business goals.

Sets team goals of an assigned shift that are consistent with departmental goals and holds individual team members accountable to meet expectations.

Proactively coaches and mentors the Contact Center team as needed in compliance with AAACP policies and procedures, goals, and AAA Quality Standards.

Supports AAACP's training and development programs.

Conducts assessments and routine quality assurance monitoring including live and recorded telephone calls of team members, providing coaching and mentoring as needed to achieve goals.

Attendance is an essential function of the job.

SUPERVISORY RESPOSIBILITIES: Supervises the staff on an assigned shift within the Contact Center in accordance with AAA Central Penn policies and procedures and applicable laws. Is responsible for the overall direction, coordination and evaluation of this unit. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE: Associate Degree with a minimum of 1-year management experience is required or the equivalent of education and experience. Previous customer service experience and 3-years supervisory experience is desirable. Excellent customer service skills, interpersonal skills and communication skills, both written and verbal, and the ability to create reference materials, reports, write business correspondence, handbooks and/or manuals. Knowledge and experience in Microsoft Word, Excel, Outlook, PowerPoint and the Internet.

SUMMARY
Assists with activities of the AAA Travel Stores at all branch offices including, merchandising and selling of products by performing the following duties personally or through Branch Managers and their teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES includes the following; Other job-related duties may be assigned:

Attendance is an essential function of the job.

Maintains monthly inventory in warehouse to include, receiving shipments in from vendors, batching receipts and transferring and shipping merchandise to branch locations.

Balances monthly branch Travel Store inventories.

Verifies shipments against packing slips and coordinates with vendors to correct errors in shipment.

Takes appropriate action on defective or unacceptable merchandise with users and/or vendors and approves return, credit or refund of such merchandise.

Responds to staff and vendor inquiries.

Takes an accurate inventory of the warehouse in compliance with approved inventory schedule.

Works in conjunction with the Travel Store Supervisor to plan and perform product training, packing demonstrations, sales and special events in order to increase revenue.

Works with the Marketing department on magazine articles and advertisements, sales flyers and website banners.

Minimum 1 year work experience with the organization; retail and customer service experience.

Must possess excellent interpersonal, verbal and written communication skills.

Must possess a high level of accuracy and attention to detail, including the ability to multi-task.

Must possess the ability to make timely and informed decisions.

Must be proficient in Word, Excel, Outlook, Internet and the Campana system, particularly the accounting programs

QUALIFICATIONS and/or EXPERIENCE:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Basic computer knowledge required. Previous retail experience is desired, but not required. The employee must occasionally lift and/or move up to 50 pounds with or without assistance.

SUMMARY
Dispatches requests for roadside assistance to service providers and fleet maximizing the effectiveness of available assets in order to deliver exemplary service to AAA/CAA customers; monitor service status using a variety of data and voice communication methods ensuring that the fastest available responder is efficiently directed to the needed location and initiate actions to assist customers to be "On-The-Go"; assist service providers and/or otherwise solve problems with the ultimate goal of providing a "totally satisfied" customer experience.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

ESSENTIAL DUTIES AND RESPONSIBILITIES includes the following; Other job-related duties may be assigned:

Attendance is an essential function of the job.

Process requests for roadside assistance:

Dispatches requests to service providers using a variety of communication channels relaying all pertinent data concisely and accurately (i.e.: explanation of the situation, vehicle problem, location, etc.)

Prioritizes requests based on various criteria (safety, weather, traffic, etc.) ensuring safety related issues are the highest priority and that police or other emergency situations are handled appropriately.

When necessary, pinpoints locations, determines appropriate service provider and assist as needed.

Uses all available reference materials, guides and supporting systems to provide exemplary service.

Provides explanation and advice regarding problem resolution such as safety related issues, covered benefits, service alternatives during extreme weather, obtaining repair service and additional charges that may apply.

Monitor service activity, performance and external conditions:

Monitors and maintains continual awareness of service performance and external assets.

Makes optimal use of all available assets to ensure that resources are efficiently deployed, reallocating assets as necessary to ensure a response within the promised time and proactively responds to changing service needs.

Notifies customers of any changes affecting service expectations or outcomes.

Maintains effective communications with service providers' owners/managers/dispatchers and proactively notifies them whenever drivers cannot be contacted or when other concerns arise.

Accurately and succinctly records activity and information as required.

Strives to provide a positive customer experience:

Provide feedback to supervisor and designated field staff to benefit and/or improve the customer experience.

Proactively deals with customers' emotional state (i.e. calming down someone who is angry, providing empathy and reassurance to someone who is fearful or anxious).

Promotes AAA/CAA products and services such as battery replacement, rental car and hotels reservations or other services that will assist to get members "On-The-Go".

Process point of sale and credit card transactions as needed.

Attend meetings and training exercises as required.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Customer Interaction Skills – Understands and anticipates customers' needs and expectations, and strives to meet or exceed those expectations; uses exemplary customer relations and interpersonal skills in resolving problems, dealing with emotions and demonstrating a positive caring attitude upon each contact.

Ability To Work Independently – Possesses the ability to independently and without constant supervision apply company policies and procedures in order to achieve a specified outcome.

Communications Skills – Receives and transmits information using multiple channels and proper etiquette; speaks clearly and in an understandable manner; uses concise statements and correct system codes with contractors to minimize time required to communicate; tactfully controls interactions in order to efficiently obtain and give necessary information; clearly explains policies and benefits.

Problem Solving and Resource Allocation – Analyzes information, identifies alternatives, and makes sound logical decisions; maximizes utilization of available assets and deviates from standard procedures when appropriate in order to deliver an exceptional customer experience.

Teamwork and Cooperation – Maintains good teamwork and cooperative working relationships; treats others with dignity, respect, honesty and sensitivity.

Time Management and Multi-Tasking – Simultaneously performs multiple tasks, efficiently uses time, and creates order out of chaos; deals effectively with high business volume and time pressure; dynamically changes tasks as the business needs or conditions require.

Flexibility/ Adaptability and Ability to Learn – Adapts quickly and is flexible in adjusting to meet changing requirements across different situations; has a predisposition for quickly acquiring and assimilating knowledge and skills.

Technical Skills –uses basic technical knowledge of vehicles and equipment used in the field to appropriately serve customers.

Promotion and Sales Skills – Sells the value of AAA and "On-The-Go" related services; identifies and recommends AAA/CAA products and services that will meet customer needs.

Integrity – Demonstrates honesty, trustworthiness and accountability in all aspects of the job.

EDUCATION and/or EXPERIENCE:
H.S. diploma or GED a must; 2-3 yrs of customer service experience; typing and basic computer skills are required; must have proper telephone etiquette and speak in a clear, understandable manner; must tactfully control interactions in order to efficiently obtain and give necessary information; must be able to clearly explain policies, benefits, and steps that will be taken; must be able to read maps, multitasking skills, must have exceptional knowledge for the Harrisburg and/or the Lancaster areas; Previous dispatch experience is desirable but not required, and be able to work on weekends and holidays.

SUMMARY
Performs various and associated duties primarily involving sales and services to members and non-members to include taking orders over the phone or by email, interacting with the customer in person, and troubleshooting problems. Performs to expectations and strives to attain company goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includes the following; other job-related duties may be assigned:

Performs title, license and notary transactions within the regulations and requirements of Pennsylvania State law.

Cross sells and refers all AAACP products and services, such as insurance, travel agency and VISA Member Rewards Card.

Attends staff meetings and trainings as required.

Maintains a professional, business relationship with all AAACP co-workers and employees.

Positively supports company initiatives, policies and procedures.

Provides superior service to our members/customers.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Ability to read a map

Solid knowledge of basic geography

Ability to communicate effectively

Basic computer skills

Possess attention to detail and ability to multi task

Effective sales skills

Education and Qualifications: High school diploma or GED a must; one to two years of customer service experience; PA Notary Public Certification is desirable or must be able to obtain a PA Notary Public Certification within 4-9 months of hire.

SUMMARY
Responsible for the professional development, training and support of staff and management by developing and facilitating training programs for new and existing employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includes the following; other job-related duties may be assigned

Attendance is an essential function of the job.

Confers with management and Subject Matter Experts to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, and technologies.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities, however, it requires leadership ability to facilitate training sessions and work independently.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
High school diploma or equivalent required. Two or more years of additional education, and 3-5 years training and instructional design experience preferred.

SUMMARY
Performs various and associated duties primarily involving sales and services to members and non-members to include taking orders over the phone or by email, interacting with the customer in person, and troubleshooting problems. Performs to expectations and strives to attain company goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includes the following; Other job-related duties may be assigned

Performs title, license and notary transactions within the regulations and requirements of Pennsylvania State law.

Cross sells and refers all AAACP products and services, such as insurance, travel agency and VISA Member Rewards Card.

Attends staff meetings and trainings as required.

Maintains a professional, business relationship with all AAACP co-workers and employees.

Positively supports company initiatives, policies and procedures.

Provides superior service to our members/customers.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Ability to read a map

Solid knowledge of basic geography

Ability to communicate effectively

Basic computer skills

Possess attention to detail and ability to multi task

Effective sales skills

Education and Qualifications:
High school diploma or GED a must; one to two years of customer service experience; PA Notary Public Certification is desirable or must be able to obtain a PA Notary Public Certification within 4-9 months of hire.

SUMMARY
Performs various and associated duties primarily involving sales and services to members and non-members to include taking orders over the phone or by email, interacting with the customer in person, and troubleshooting problems. Performs to expectations and strives to attain company goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includes the following; Other job-related duties may be assigned

Performs title, license and notary transactions within the regulations and requirements of Pennsylvania State law.

Cross sells and refers all AAACP products and services, such as insurance, travel agency and VISA Member Rewards Card.

Attends staff meetings and trainings as required.

Maintains a professional, business relationship with all AAACP co-workers and employees.

Positively supports company initiatives, policies and procedures.

Provides superior service to our members/customers.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Ability to read a map

Solid knowledge of basic geography

Ability to communicate effectively

Basic computer skills

Possess attention to detail and ability to multi task

Effective sales skills

Education and Qualifications:
High school diploma or GED a must; one to two years of customer service experience; PA Notary Public Certification is desirable or must be able to obtain a PA Notary Public Certification within 4-9 months of hire.

SUMMARY
Travel Agents are responsible for selling and facilitating proper travel arrangements for AAA Members/clientele. Travel Agents work directly with clients to sell and arrange accurate travel reservations for domestic and international destinations. Travel Agents must possess a working knowledge of world geography and destinations. AAA Travel Agents are expected to work as part of a cohesive team to ensure "Totally Satisfied" service is provided to our member/clients.

Travel Agents report to their Branch Manager for daily supervision, may receive direction from the Director of Travel for Travel Department related procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includes the following; Other job-related duties may be assigned

Attendance is an essential function of the job.

Plans, arranges and sells individual and family trips; vacations and business trips, including independent travel, Tours, Cruises and Packages.

Uses AAA designated computerized ticket and reservation systems, specialized department software and other available resources to make reservations; utilizes the AAA back-office accounting system and membership inter-face.

Arranges reservations and payment for all elements of accommodations and services including but not limited to domestic and international airlines, AMTRAK, car rentals, lodging, cruises, tours, packages and AAA Group products, travel insurance, sightseeing, excursions,

The primary role of the Contact Center Service Specialist is to receive and handle customer communications via telephone, email and the Internet to include AAA related inquiries and service and sales requests appropriately promoting AAA products and services and providing a personalized and totally satisfactory client experience every time.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

includes the following; Other job-related duties may be assigned

Attendance is an essential function of the job and to be at the assigned workstation, ready to work, at the scheduled starting time.

Answering incoming telephone calls, email and Internet inquiries in a positive and friendly manner within established service level guidelines.

Speaking/writing clearly and responding appropriately in all communications.

Accurately utilizing AAA Central Penn's business systems and all other available resources.

Providing professional quality service in every transaction in accordance to AAA Central Penn's policies and procedures and AAA National's Quality Standards.

Handling all requests utilizing a "one-call" resolution service concept, following complete customer experience from beginning to end with necessary follow up.

Updating and or processing new memberships, membership renewals, automatic renewals, or other membership account maintenance such as change of address, corrections and etc.

Processing Roadside Assistance requests by accurately gathering, documenting and communicating appropriate information in order to provide timely, top quality service to members.

Recommending and/or promoting appropriate AAA products and services.

Processing Driving School and Mature Operator class enrollments.

Processing detailed routing (Trip Tik) requests from members according to the member's preference.

Make appropriate recommendations to improve the member's overall service experience.

Teamwork and Cooperation – Maintains good teamwork and cooperative working relationships.

Time Management and Multi-Tasking – Simultaneously performs multiple tasks, efficiently uses time, and creates order out of chaos; deals effectively with high business volume and time pressure, dynamically changes tasks as the business needs or conditions require.

Flexibility/ Adaptability and Ability to Learn – Adapts quickly and is flexible in adjusting to meet changing requirements across different situations; has a predisposition for quickly acquiring and assimilating knowledge and skills.

Observes individuals driving habits and reactions under various driving conditions to ensure conformance with vehicle operational standards and state vehicle code.

Teaches motor vehicle regulations and safe driving practices.

Facilitates maintenance and physical condition of the training cars.

Necessary knowledge, skills, abilities and requirements

Must have a current Pennsylvania driver's license (no moving violations within the previous 3 years).

Must have a least five years or more driving experience (minimum of 15,000 miles).

Must have a Private Driver Training School Teacher Certificate or be able to obtain it within three months of hire date

Must be able to pass Pennsylvania Child Abuse History Clearance

Must be able to pass state and federal criminal background checks

Have good communication skills when using phone and email.

Has good organizational skills with regard to adhering to set schedule and documentation deadlines.

Knowledge of the requirements of the PennDOT Licensing examination.

When teaching students in-car, the instructor must be constantly vigilant of the driving environment during lessons to ensure the safety of themselves, the student, pedestrians, other drivers on the road and public, private and AAA-owned property. To accomplish this, instructors may be required to react very quickly to apply the secondary instructor brake and/or reach across the vehicle to take control of the steering wheel.

Must have knowledge of the PA traffic laws, operation of motor vehicles, comfort with control of a vehicle from the passenger seat, ability to deal positively with all levels of student driving ability.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience
Bachelor's degree from four-year college preferred; Driving School Instructor or Teacher of Driver Education is desirable.
The ability to convey that knowledge to students, mostly teenage first time drivers but also some experienced and mature drivers, in a positive learning environment in which the student feels relaxed and receptive to learning but alert to the dangers of operating a motor vehicle on public highways.

Schedule
This position is on demand or as needed only, based on student's interest. One week notice will be given to the Instructor for the upcoming classes. Must be willing to instruct/teach the DIP and Mature Operator classes.